Most B2B marketing teams pour their budget into new logo acquisition while ignoring the growth channel already sitting inside their business: their existing customers. Sentiment gets reduced to a single NPS score sent to the wrong person, and by the time an account looks at risk, it's often too late.
In this episode, Dan and Josh unpack why customer sentiment needs to be measured continuously, across every stakeholder, not just the day to day contact. They explore how first party signals (usage, tickets, engagement) and third party intent data (hierarchy changes, layoffs, competitor research) combine to reveal churn risk and expansion opportunities long before they surface in a renewal call. They also get into why unnamed case studies do nothing for credibility, and how building authentic, mutually valuable advocacy programmes turns happy customers into your most powerful marketing asset.
Essential listening for anyone building a customer marketing or customer success strategy that's about more than ticking a box.
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